Thompson Playa del Carmen Main House

We read online that noise was an issue with it being near a loud street and my husband and I ignored it and thought oh it couldn't be that bad. It was worse than imagined. We were given Room 111 which was so loud that even with earplugs in, it sounded like we were inside a dance club. My 10 year old daughter was crying because she could not sleep. Finally at midnight, my husband was considering contacting other hotels and foregoing our money. I called the front desk and mentioned the receptionist placed us in the at room because "it was the quietest" ummmm no. I asked if we could please move and luckily they put us in 241 which was quiet as a mouse, but we had to move all our belongings with no help at midnight. The highlight was they have a smaller, quiet beach club facility that you can visit during the day that's right on the ocean with a pool, cabanas, and that experience was wonderful with a child.

Meyli at the front office is a true professional and always greeted me by my name. Rooms are spacious and modern, loved the amenities and being right in the middle of everything of the city! Cool infinity pool overlooking everything.

It is a great location in the center of town. The rooftop pool is very nice and the staff are friendly. We recommend it to couples or families. We had the kids and they were still very accommodating to us.

Ernesto made our stay ! Friendly , professional and fun. We only visited the Beach house when he was working … his standard of care and hospitality was excellent.

SHIOMARA RUEDA and MARICEL RODRÍGUEZ both work in the front lobby of this hotel and they are absolutely RUDE. Truly the worst costumer service I have ever received. They were so aggressive, they would mean mug my sister and I, and then yelled at us. We did nothing wrong. We had 4 friends staying at their hotel and we would go to the rooftop restaurant and spend lots of money on food and drinks 4 days in a row. On the 4th day, SHIOMARA forced me and my sister to give her our identification without reason. Then was so rude to our friends that were staying there. MARICEL gave me this god awful look when we were leaving. I am Mexicana, this is my country, so to treat me this way was so disappointing. They are the face of the hotel when we walk in and they should be fired! We spoke with the manager and he said he would disciplined them and I hope he did. We will never come back and I will make sure I tell my family and friends to stay away as well. SHAME ON THEM!